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Upcoming Beta - Genesys Cloud Social

  • 1.  Upcoming Beta - Genesys Cloud Social

    Posted 10-16-2024 07:21
    Edited by Gayathri K G 10-17-2024 05:57
    Hello everyone,
     
    We have exciting news for Genesys Cloud customers who have been eagerly awaiting public social integration. The wait is finally over!
    We are thrilled to announce the upcoming beta feature in Genesys Cloud Social, which will enable you to track and respond to your customers more effectively.
     
    Beta registration dates
    Starts:  Oct 14, 2024 09:00 (ET)
    Ends:  Nov 30, 2024 17:00 (ET)
    Beta is planned to start at 1st of December 2024 to 30th of January 2025.  
    In this beta, you will be able to:
     
    1. Create data ingestion rules to fetch data from supported social channels.
    2. Set up social escalation rules to escalate social posts as conversations to agents.
    3. Integrate with supported social channels.
    4. Allow agents to respond to public social messages directly from the Agent Desktop.
    5. View agent and team performance charts.
    6. Access a social listening dashboard to monitor trends in conversations about your brand.
     
    The following platforms will be available for beta testing:
     
    1. X (formerly Twitter)
    2. Facebook.

    Thank you and looking forward to your participation!


    #BetaAnnouncement

    ------------------------------
    Gayathri K G
    Associate Product Manager
    ------------------------------



  • 2.  RE: Upcoming Beta - Genesys Cloud Social

    Posted 10-17-2024 07:40

    Hello There- What is the reasoning for the Beta only being available for X in the UAE. On the subject of cost is there one for a licence or is this included or more likely as pat of a subscription to Radarr?    



    ------------------------------
    Bill Gleeson
    CSM
    ------------------------------

    Original Message


  • 3.  RE: Upcoming Beta - Genesys Cloud Social

    Posted 10-21-2024 12:36

    Hi BIll,

    X will initially be available only in 1 region for Beta for both cost and other operational reasons. Customers will not be charged for Beta for public social data.

    Genesys Cloud Social is a native solution on Genesys Cloud as opposed to Radarr on App Foundry (or Radarr Classic) which are not native to GC. Radarr will continue to operate independently during Beta and beyond.

    Thanks

    Ram



    ------------------------------
    Ram Bhamidi
    Senior Director, Product Management
    ------------------------------

    Original Message


  • 4.  RE: Upcoming Beta - Genesys Cloud Social

    Posted 10-21-2024 14:20
    Thanks Ram. Will there be a charge separate to a GC 3 licence once it's live?



    Original Message


  • 5.  RE: Upcoming Beta - Genesys Cloud Social

    Posted 10-22-2024 03:00

    Yes, there will be additional charges for social (listening / CX) on top of the license fee once we go live.  The structure of the charges will be as given below:

    1. Per message charge for public social posts (there will be a free allowance at the org level and once excess posts will be charged). Commitments will be supported. 
    2. Per message charge for private social DMs. Commitments will be supported
    3. Channel fee per handle for Premium Channels (only X for now)


    ------------------------------
    Ram Bhamidi
    Senior Director, Product Management
    ------------------------------

    Original Message


  • 6.  RE: Upcoming Beta - Genesys Cloud Social

    Posted 10-22-2024 02:40

    Can you please explain the feature difference between Genesys Cloud Social and RADARR?



    ------------------------------
    Prem
    ------------------------------

    Original Message


  • 7.  RE: Upcoming Beta - Genesys Cloud Social

    Posted 10-22-2024 03:05

    Hi Prem,

    1. Radarr Classic is the original standalone product still in use by customers since the acquisition of Radarr by Genesys in February 2025

    2. Radarr on AppFoundry is an app that was created on AppFoundry so that existing GC customers could use the functionality of Radarr in the interim while we were working on a native Social solution

    3. Genesys Cloud Social is a fully native social solution on GC and integrates deeply with all other functionality that is available on the Genesys Cloud.  GC Social will go live (GA) at the end of Jan 2025 and will continue to be enhanced with new functionality through the year.  

    Thanks

    Ram



    ------------------------------
    Ram Bhamidi
    Senior Director, Product Management
    ------------------------------

    Original Message


  • 8.  RE: Upcoming Beta - Genesys Cloud Social

    Posted 10-22-2024 03:32

    Thank you Ram, for the clarification. Customers using FB, Instagram & whatsApp direct messaging are you going to be part of Genesys Cloud Social after GA?



    ------------------------------
    Prem
    ------------------------------

    Original Message


  • 9.  RE: Upcoming Beta - Genesys Cloud Social

    Posted 10-22-2024 03:47

    WhatsApp is already available on GC.  Please feel free to use it.

    GC Social will have the following channels available natively when we go live:

    1. X (Twitter)
    2. Facebook
    3. Instagram

    We will also have an open social messaging platform that can be used to connect other social channels, not natively supported yet!



    ------------------------------
    Ram Bhamidi
    Senior Director, Product Management
    ------------------------------

    Original Message


  • 10.  RE: Upcoming Beta - Genesys Cloud Social

    Posted 10-23-2024 07:30

    Hi Ram

    If we already have Radar via AppFoundry - can we run GC social for the listed channels in parralell - assuming different specific channels are used ? just thinking of the transition period where we are utilising all the rich reporting and social monitoring aspects of Radar but having native channels more aligned to use the features within GC for routing etc 



    ------------------------------
    Annabelle Goymer
    Head of Customer Success
    ------------------------------

    Original Message


  • 11.  RE: Upcoming Beta - Genesys Cloud Social

    Posted 10-23-2024 09:50

    Hi Annabelle,

    GC social will run independent of Radarr functionality.  You can use it in parallel with Radarr.  There will be no issues for new channels.  If you would like to use the same channel in both environments (Radarr and GC), please note that platforms like Facebook only allow one integration at a time - this is a setting you can change on your facebook account.

    Thanks

    Ram



    ------------------------------
    Ram Bhamidi
    Senior Director, Product Management
    ------------------------------

    Original Message


  • 12.  RE: Upcoming Beta - Genesys Cloud Social

    Posted 11-06-2024 11:25

    Hi Ram,

    Can you clarify some questions?

    With Genesys Cloud Social:

    1) Will X (Twitter), FB, Instagram Direct Messaging be similar as the WhatsApp current use?

    2) "1. Create data ingestion rules to fetch data from supported social channels." / "2. Set up social escalation rules to escalate social posts as conversations to agents."

    So, linking a X (Twitter), FB or an Instagram account to Genesys Cloud Social, and setting ingestion rules as well as social escalation rules, will result on some social posts that are assigned to agents for review?

    Thank you in advance.

    Best regards,

    Ana Laia



    ------------------------------
    Ana Laia
    ------------------------------

    Original Message


  • 13.  RE: Upcoming Beta - Genesys Cloud Social

    Posted 11-12-2024 13:30

    Hi Ana,

    1. With the social channels, we will support both public social messages (tweets, public comments etc) as well as DM's.  Therefore, there are differences with how WhatsApp works.
    2. Yes, social posts will be fetched and can be sent (escalated) to the agent desktop (based on criteria you can define).  Agents can then review and respond.

    Thanks

    Ram



    ------------------------------
    Ram Bhamidi
    Senior Director, Product Management
    ------------------------------

    Original Message


  • 14.  RE: Upcoming Beta - Genesys Cloud Social

    Posted 11-07-2024 07:20

    Hi, I would like to know if Quality Management and Evaluation will be available on Genesys Cloud Social Beta?



    ------------------------------
    Carlos Celestial
    Trends and Technologies Inc
    ------------------------------

    Original Message


  • 15.  RE: Upcoming Beta - Genesys Cloud Social

    Posted 11-14-2024 15:05

    Hello everyone,

    We will be closing Beta registrations at the end of day on 15th November 2025.  If you are interested to be part of this Beta for GC Social but have not filled the form yet, I'd encourage you to do so right away.

    We will confirm the list of Beta participants by Friday, 22nd November.

    Beta starts on 2nd of December.



    ------------------------------
    Ram Bhamidi
    Senior Director, Product Management
    ------------------------------

    Original Message


  • 16.  RE: Upcoming Beta - Genesys Cloud Social

    Posted 11-21-2024 08:37

    Hello everyone,

    TLDR - Beta starts on 9th Dec 2024 (not 2nd Dec)

    Thank you to all of you that showed an interest in being a part of this Beta program. We will revert soon with more details on Beta.

    Our teams are making good progress on getting ready for Beta.  There are a few areas where our teams need a few more days to polish things out for you ( :-) ) so we will start the Beta a week later on 9th December 2024. We will be in touch soon with more details.

    Thanks

    Ram Bhamidi



    ------------------------------
    Ram Bhamidi
    Senior Director, Product Management
    ------------------------------

    Original Message


  • 17.  RE: Upcoming Beta - Genesys Cloud Social

    Posted 11-24-2024 15:29

    Have you confirmed who will be on the Beta? Applied but have no heard anything.
    Also, is there any documentation on the product (draft or otherwise) that we can look at in the meantime?



    ------------------------------
    Angus Huckle
    Procurement
    ------------------------------

    Original Message


  • 18.  RE: Upcoming Beta - Genesys Cloud Social

    Posted 11-25-2024 10:24

    Hi Angus,

    I love the excitement for GC Social Beta.  We will email the shortlisted beta participants by EOD on 26th November :-)

    Thanks

    Ram



    ------------------------------
    Ram Bhamidi
    Senior Director, Product Management
    ------------------------------

    Original Message


  • 19.  RE: Upcoming Beta - Genesys Cloud Social

    Posted 11-25-2024 13:18
    And is there any documentation anywhere?

    This email, including any attachments, is confidential. If you have received this email in error, please let me know and then delete it - do not read, use, or distribute it or its contents. This email does not designate an information system for the purposes of the Contract and Commercial Law Act 2017.





    Original Message


  • 20.  RE: Upcoming Beta - Genesys Cloud Social

    Posted 12-15-2024 20:16

    Do you have a roadmap for other channels e.g. TikTok, Linkedin....? 



    ------------------------------
    Angus Huckle
    Procurement
    ------------------------------

    Original Message


  • 21.  RE: Upcoming Beta - Genesys Cloud Social

    Posted 12-16-2024 04:18

    Yes, we have these 2 channels (and others) in our roadmap.  As of now, we do not have specific dates for when they will be available.  

    Thanks

    Ram



    ------------------------------
    Ram Bhamidi
    Senior Director, Product Management
    ------------------------------

    Original Message


  • 22.  RE: Upcoming Beta - Genesys Cloud Social

    Posted 12-26-2024 10:01

    Is GC Social going to be included as part of GCX2 licenses.. will it require an AddOn or AI tokens?

    Thanks



    ------------------------------
    David Hurtado
    Solutions Architect
    ------------------------------

    Original Message


  • 23.  RE: Upcoming Beta - Genesys Cloud Social

    Posted 02-12-2025 01:16

    GC Social will be available on CX1 (with digital add-on), CX2, CX3 and CX4.  AI tokens will be required as well. 



    ------------------------------
    Ram Bhamidi
    Senior Director, Product Management
    ------------------------------

    Original Message


  • 24.  RE: Upcoming Beta - Genesys Cloud Social

    Posted 02-13-2025 03:19

    Hi @Ram Bhamidi,

    Could you clarify what the CX4 licence is? 

    Cheers



    ------------------------------
    Jeff
    ------------------------------

    Original Message


  • 25.  RE: Upcoming Beta - Genesys Cloud Social

    Posted 02-13-2025 08:51

    Hi Jeff,

    It's a typo. Please ignore.

    GC Social will be available on CX1 (with digital add-on), CX2 and CX3.  AI tokens will be required as well. 

    Thanks

    Ram



    ------------------------------
    Ram Bhamidi
    Senior Director, Product Management
    ------------------------------

    Original Message


  • 26.  RE: Upcoming Beta - Genesys Cloud Social

    Posted 01-15-2025 09:43
    Edited by Carlos Alonso 01-15-2025 09:54

    Hi - I was wondering if anyone has started testing this yet?  We have integrated an X account and are having issue receiving DMs into our test queue. No problems with other filters or mentions being picked up and routed.  Has anyone successfully set up DMs for X? 

    Thanks



    ------------------------------
    Carlos Alonso
    Dow Jones & Company, Inc.
    ------------------------------

    Original Message


  • 27.  RE: Upcoming Beta - Genesys Cloud Social

    Posted 01-16-2025 07:29
      |   view attached
    Hello Carlos, 
     
    Many clients have successfully been able to send the X direct messages to the test queues, and everything is functioning as expected. We have also conducted internal checks, and it is working smoothly on our end as well. 


    ------------------------------
    Gayathri K G
    Associate Product Manager
    ------------------------------

    Original Message


  • 28.  RE: Upcoming Beta - Genesys Cloud Social

    Posted 01-21-2025 13:26

    Thanks Gayathri.  I was able to get it working.  

    However, we noticed something else in our testing. In order for DMs to make it to Genesys, you first have to click to "Accept" the message in X.   Our agents aren't able to log in to the X account so they would have no way of retrieving the messages that are waiting to be accepted.  We currently use a separate application to manage our X posts and it does not have this requirement. 

    Let me know if there's any way around this or if there are plans to address it in the future. 

    Thanks



    ------------------------------
    Carlos Alonso
    Dow Jones & Company, Inc.
    ------------------------------

    Original Message


  • 29.  RE: Upcoming Beta - Genesys Cloud Social

    Posted 01-23-2025 01:29

    We have informed the team about this. We will keep you notified as further debug is done. 

    Thanks



    ------------------------------
    Gayathri K G
    Associate Product Manager
    ------------------------------

    Original Message


  • 30.  RE: Upcoming Beta - Genesys Cloud Social

    Posted 01-30-2025 09:16

    Dear All,

    Beta for this offer has been extended till 17th March 2025.  If you have access to Beta, you can continue to use the functionality and provide feedback to us till then.

    We are now looking to GA this functionality on the 17th of March.

    Please reach out to us on GCSocialBeta@genesys.com if you have any questions or would like to provide a feedback

    Thanks

    Ram Bhamidi



    ------------------------------
    Ram Bhamidi
    Senior Director, Product Management
    ------------------------------

    Original Message


  • 31.  RE: Upcoming Beta - Genesys Cloud Social

    Posted 5 days ago

    We are happy to announce that GC Social has successfully completed Beta and will be generally available (GA) starting today, 17th March 2025. 

    Thank you for your  participation and feedback - it has helped us immensely!

    Regards

    Ram Bhamidi



    ------------------------------
    Ram Bhamidi
    Senior Director, Product Management
    ------------------------------

    Original Message


  • 32.  RE: Upcoming Beta - Genesys Cloud Social

    Posted 2 days ago

    How do we enable GC Social on our org?

    Will GC Social be available through AppFoundry or does it need to be ordered through CSM?



    ------------------------------
    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
    ------------------------------

    Original Message


  • 33.  RE: Upcoming Beta - Genesys Cloud Social

    Posted 2 days ago

    Hi Jan,

    Here are the prerequisites to use Genesys Cloud Social - 

    1. GC1 (with digital add-on) OR GC2 or GC3
    2. AI experience tokens are enabled.

    Please reach out to your CSM in case the above is not enabled in your org.  If you have the correct license but AI tokens are not enabled, you can also self-serve by buying AI tokens on the AppFoundry.  Just visit the link below and search for "AI experience tokens".  

    https://appfoundry.genesys.com/filter/genesyscloud/featured

    If the above are in place, you should be able to start using Social right away.  In case you have any issues, please reach out to ServOps team.

    Here's documentation you may find useful - https://help.mypurecloud.com/articles/social-listening-topics/

    Thanks

    Ram



    ------------------------------
    Ram Bhamidi
    Senior Director, Product Management
    ------------------------------

    Original Message


  • 34.  RE: Upcoming Beta - Genesys Cloud Social

    Posted yesterday

    I have enabled Social Listening on both my Orgs USE and USW, but I do not see "X" available. I only have four options in Platforms: Facebook, Instagram, WhatsApp, and Open Messaging. I also don't see the permission Messaging > Twitterintegration > All in my list of available permissions. Is there something else to enable this, or has this feature been delayed? Thanks.



    ------------------------------
    Martin Bunting
    New Era Technology
    Senior Solutions Consultant
    ------------------------------

    Original Message


  • 35.  RE: Upcoming Beta - Genesys Cloud Social

    Posted 12 hours ago

    Hi Martin,

    I'm guessing that the X integration needs to be enabled through CSM since there's a monthly cost to it.



    ------------------------------
    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
    ------------------------------

    Original Message


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